Add Chat Location/Country in to Zendesk Ticket

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3 Comments

  • Ramin Shokrizadeh

    Hi there Ian,

    Thanks for your feedback, I have passed your feedback to the product manager responsible for the Zopim-Zendesk integration.

    I can suggest something that you can try now that might make things a bit easier for you. Visitor and chat tags in Zopim get pushed to the Zendesk ticket as ticket tags.

    If you have different URLs for the different regions (EMEA, US, APAC), you can use a Zopim trigger or the Javascript API to automatically tag the visitor with the corresponding region as a tag. Doing this will apply the visitor tag to the chat and it will be applied to the ticket in Zendesk.

    You can then use the tag inside Insights or create a trigger to change a field on the ticket based on the tag.

    Have you tried this already instead of looking at the country in the internal notes section of the ticket?

    Thanks,

    Ramin

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  • Ian Maison

    Thanks for your response Ramin.

    Please can you elaborate on the point concerning different URLs for different regions? What would the URLs be? All I'm doing is taking the location of the person who comes on to the Zopim Chat system, how would I have a URL from this that was pre-defined?

    Thanks, Ian.

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  • Ramin Shokrizadeh

    Hi Ian,

    Really depends on your site. If your site is structure like:

    You could use a trigger or the JS API on the specific localized pages/site/subdomain to add the region tag.

    If your site isn't structure this way, you will need to create a more complicated trigger/multiple triggers that looks at the visitors country and apply the corresponding region tag.

    Thanks,

    Ramin

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